Senior Manager, Business Operations

Responsibilities

• Own end-to-end outcomes for your area of responsibility and be accountable for SLA/SLO performance, quality, stakeholder satisfaction, and team throughput
• Lead the operating team executing the work, including on/offshore specialists: set clear goals, build capacity plans, run performance rhythms, and develop talent
• Serve as the primary operational point of contact for the customers and stakeholders you support; lead recurring and ad hoc reviews, own escalation resolution, and communicate proactively on risks and delays
• Establish and track the metrics that matter – SLA/SLO attainment, cycle time, error/quality rates, utilization – and build the reporting infrastructure to see them clearly
• Conduct regular performance and workflow reviews; triage and prioritize work based on urgency, impact, and business criticality
• Identify and resolve root causes by coordinating cross-functional teams; close the loop with stakeholders with speed and professionalism
• Map your operational workflows to find upstream and downstream leverage points – where handoffs break, where data is re-entered manually, where exceptions burn disproportionate time
• Partner with engineering and product to scope and ship automation, tooling improvements, and scalable process changes
• Translate operational patterns into structured recommendations and repeatable playbooks that scale beyond a single function – then identify the next operational problem worth owning

Qualifications

• 5+ years in strategy & operations, bizops, management consulting, or a similarly rigorous operational environment – you know complex, metrics-driven operations are run successfully
• 2+ years managing teams, including performance management, goal-setting, and team development
• Demonstrated ability to diagnose operational problems, build structure around ambiguity, and drive cross-functional solutions
• Strong analytical instincts – comfortable with owning a KPI dashboard, spotting trends, and building the case for process change
• Excellent written and verbal communication; you can run a client call and write a crisp exec summary with equal confidence
• Experience working with operational tooling (e.g. Airtable, Google Workspace, or similar); comfort picking up new systems quickly
• Curiosity and speed-to-competence in a new domain – you don't need to know Payer Enrollment on day 1, but you're confident you will know it by day 90

Nice to haves

• Exposure to healthcare, health tech, or a regulated industry
• Experience working with offshore or distributed teams
• Startup or high-growth environment experience